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Brainerd BPU updates billing policies and directs relief for clerical billing errors
Summary
The commission approved revisions to inactive account and disconnection policies, and directed staff to waive monthly service charges (but collect consumption) for customers affected by clerical billing errors during the utility's billing system transition, while ordering a wider audit of accounts.
On Jan. 27 the Brainerd Public Utilities Commission approved two amended policies and provided direction on customer billing errors discovered during a billing system transition.
Staff presented updates to BPU Policy 200050‑7 (inactive accounts) to remove outdated references to prepaid and fixed charges, align procedures with the city’s Incode billing system and AMI metering, and clarify that accounts inactive for 12 consecutive months may be required to reapply and equipment may be removed. The commission approved the revised policy by voice vote.
Staff also presented a formatting and clarification update to Policy P25‑10 (Disconnection of Service) as part of the commission’s 2026 comprehensive policy review; the commission approved the update.
Separately, staff reported multiple customer accounts that were not billed correctly following ERP/ERP Pro 10 and Incode billing transitions. For a particular customer with automatic payment, staff recommended waiving monthly service charges that resulted from the clerical error but charging for actual water/wastewater consumption; legal look‑back limits were noted (6 years for electric, 3 years for water/wastewater). The commission directed staff to waive service charges for the account in question, require payment for consumption, establish a reasonable payment arrangement, and to perform a comprehensive audit of accounts for other errors. Commissioners requested that routine, low‑value waivers be handled through staff reports rather than individual commission action when appropriate.
Commissioners emphasized consistency and fairness: staff should treat similar clerical errors consistently and maintain documentation for any exceptions.
